Case Study: How Are the Reviews?

Im hungry now, and our hotel is still two hours away, said Shanice.

Shanice and Dion were driving on the Interstate on their way to a hotel 400 miles from their home at which they would spend a long vacation weekend.

Well, said Dion, who was driving, Google restaurants near me now and lets see if we can find a good place to stop.

A few moments later, Shanice looked up from her phone and said, Theres a pizza place just five minutes away from us. Their website looks good. Its making me even more hungry just looking at their photos!

OK, said Dion, but lets check out its reviews on Trip Advisor and Yelp to see if its really a good place to stop.

Discussion Questions

1. How often do you look up guest reviews posted online for foodservice operations before you decide to go to one you have not yet visited?

2. How may the information Dion and Shanice read in reviews on Trip Advisor and Yelp affect their decision?

3. What steps should foodservice managers take to help ensure the reviews of their operations posted online are as complimentary and positive as possible